Frequently asked questions
Q: How do I place an order?
A: Please share the specific SKU of your desired design via our support email: support@mrcloudcouch.com. Once received, I will immediately send you a detailed invoice for payment.
Q: Do you offer price matching?
A: While we do not offer formal price matching, we regularly run promotions and provide exclusive trade pricing for our partners. We recommend subscribing to our newsletter or contacting our sales team for the latest offers.
Q: Can I modify or cancel my order after purchase?
A: Orders can be modified or cancelled only within1 hourof placement, provided the order has not entered processing. Please contact our support team immediately at support@ mrcloudcouch.com Once an order is processed, it cannot be cancelled.
Q: Do you ship to my country?
A: Yes, we offer global shipping to most countries. Shipping costs and delivery times vary based on location, item size, and weight. These details will be calculated at checkout.
Q: How long will it take to receive my order?
A: 45 calendar days from the date of shipment.
Q: Will I receive a tracking number?
A: Yes. A shipping confirmation email with a tracking number will be sent to you within 1-2 business days after your order is dispatched.
Q: What happens if my package is lost or damaged?
A: Please inspect your package immediately upon delivery. If damage is found, take clear photos and contact us within 48 hours. We will arrange for a replacement or refund as soon as possible.
Q: What is your return policy?
A: We offer a 30-day return policy for unused, unassembled, and undamaged items in their original packaging. Custom or made-to-order items are non-returnable.
Q: How much is the restocking fee?
A: A 15% restocking fee will be deducted from refunds for non-defect returns (e.g., change of mind, incorrect size).
Q: Who pays for return shipping?
A: If the return is due to a product defect or our error, we cover the shipping cost. - If the return is for personal reasons, the return shipping cost will be deducted from your refund.
Q: How long does a refund take?
A: Once your return is received and inspected, refunds are processed within 10 business days and will appear on your original payment method.
Q: What materials are your furniture made of?
A: We use a variety of high-quality materials, including solid wood, metal, high-grade fabric, and leather. Detailed material specifications are listed on each product page.
Q: Is the furniture easy to assemble?
A: Most of our furniture comes with clear instructions and all necessary tools for assembly. For white-glove delivery customers, our team will assemble the furniture for you.
Q: Do you offer custom furniture?
A: Yes, we provide custom furniture services. You can choose your preferred size, color, and material. Please contact our design team for a quote.
Q: Are the colors accurate?
A: We strive to display product colors as accurately as possible. However, actual colors may vary slightly due to differences in monitor settings and lighting.
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Shopify Pay.
Q: Is my payment information secure?
A: Yes, we use industry-standard encryption and secure payment processing through Shopify to protect your personal and financial information. We do not store your full payment details.
Q: How can I contact customer support?
A: You can reach our support team via email at support@ mrcloudcouch.com We typically respond within 24 hours.
Still have questions? Contact our support team anytime!